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A work schedule, no matter how well constructed, is only as good as the adherence to the schedule… So, how do we measure schedule adherence? 

Schedule Adherence equals the hours that an analyst is actually available for or delivering customer service – that is logged into the ACD or ITSM system ready to accept customer inquiries - divided by thehours that an analyst is scheduled to be available to accept customer contacts. 

As an example, let’s assume that Jerry is scheduled to work the chat line from 8:00 AM to 11:30 AM and from 12:30 PM until 4:30 PM.  

Jerry was scheduled to work 3.5 hours in the morning, and 4.0 hours in the afternoon. However, Jerry worked only 3 hours in the morning and 3.5 hours in the afternoon.  

The calculated schedule adherence for Jerry on this particular day is therefore 86.7% (6.5 hours worked divided by 7.5 hours scheduled). 

The power of schedule adherence is underrated by many service desks. As a result, only about 40% of service desks actively track this metric.  

However, good schedule adherence can dramatically improve service levels and reduce cost per ticket! 
 
Learn more in the HDI Metric of the Month!

Angela Irizarry

Angela Irizarry joined MetricNet in early 2013. In her current role as Vice President and Chief Operating Officer, she assists MetricNet’s CEO in managing the Company’s day-to-day operating activities, short-term and long-range strategic planning and new client acquisition. Additionally, she is responsible for planning, organizing, and implementing the Company’s sales and marketing efforts as well as managing MetricNet’s intellectual property, online best practices library, web projects and e-commerce shop. Angela is a versatile and results-oriented professional with nearly 15 years of business development and marketing experience across a multitude of industries globally. Prior to joining MetricNet she held various leadership positions in the Property Management and Retail industries where she was known for her strong track record of sales growth, marketing foresight and creative problem solving.

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